8 Social Media Tasks for Customer Service Pros

Posted on September 10th 2013

8 Social Media Tasks for Customer Service Pros

customer service social mediaThe Social Media Age is now. The future is upon us, and the Customer Experience is better than ever before!

Or at least it should be. 

Customer service has changed - but not all businesses have caught on.

Social media and digital technology means that:

  • Data needs to be captured from lots of different places
  • Responses to feedback and queries have to be given in multiple new formats
  • Customers expect everyone they deal with at the company to know what interactions they’ve already had and how to resolve their problems
  • You can't plead '9 to 5' when there's an out of hours customer service issue, as British Airways found out last week

Success in customer service today is not just about technology; it’s about people. Social media is the perfect platform for your organisation to prove it can be understanding, engaging and helpful.

Here are 8 things customer service professionals should be doing on social media:

Be Prompt

If there's one thing guaranteed to turn a disgruntled customer into an enraged one, it's being ignored or made to wait after they've bothered to make a complaint. Even if you don't necessarily end up solving the problem, letting them know you're on it is a big help.

customer experience

Apologise

Knowing when to say sorry for an issue is vital. Even if the customer isn’t always right, they should always feel like they are. So if they feel something has gone wrong, apologise for it.

Crowdsource new ideas

Does a customer have a reasonable recommendation on how your products and services could be improved? Is the idea achievable and able to deliver more benefits?Then say yes to doing it! You can also gather ideas for content (see below), improving customer engagement and proving that you can listen as a business.

Let them know you care

Making customers feel that you appreciate their business will keep them coming back for more. Use your social media platforms to offer your fans free tips, useful information and even the occasional prize giveaway.

Help and educate

Help your customers to understand and your products and services – if they feel unsure or confused about any element of it, they’ll be slow to invest and quick to complain. If your product is tech-based, make sure you have technical staff on standby to help customers troubleshoot problems.

Listen

Social media is not just a place to broadcast your products and services - it's a place where you can listen to your customers and find out what they think, want and need. Seek feedback on all customer touch points to identify what’s working for your customers and what’s not, then change it.

Sell! 

Although rightly considered best for soft engagement, social media platforms are also places to build trust, nurture future customers, and repeat buyers. LinkedIn is particularly valuable for getting business visitors and leads, while Facebook is more of a consumer arena.

Track Communication

Keeping in touch and nurturing customers. Track  to make sure you don’t overdo it, and use the results to personalise the service in line with your customer’s engagements. Try these Three Easy Social Selling Tricks.

workbooks

John Cheney

CEO, Workbooks.com

John Cheney has over 18 years of IT experience in Europe and the USA. He is currently CEO at Workbooks, developing Cloud CRM software, and publishing CRM guides and resources.

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Comments

bbmcKinney
Posted on September 11th 2013 at 2:44AM

I was with impressed with Jet Blue’s approach on dealing with the problem. If you notice there is no apology at all, but that’s because we should be less apologetic but more compliant. They have gotten straight to the point and responsive in such short notice. Of course apology is always obliged, but we shouldn’t be too pitiful for it. Thanks for sharing your thoughts!

Belinda Summers
Posted on September 11th 2013 at 3:24AM

This is so timely with what just happend to British Airways. Customer service has gone social media. If we do not learn how to embrace the power of social media, it will cost us.

Nely
Posted on September 11th 2013 at 2:13PM

Hi Belinda I'm agree with you. Social media is so powerful that nowadays a customer complaining on twitter can affect company's online reputation. Therefore I believe the best way to embrace the power of these platforms and connect with customers, is giving people a HUG. By hugging I mean Hear, Understand and Give incredible value in the online and offline marketplace so that customers wont complain but will tell their friends and relatives how good you are in what you do.

If you are interested a bit more about it, we always keep writting posts about customer service, customer engagement and so on in here http://www.eelanmedia.com/theres-a-new-boss-in-town-your-customer/

Have a lovely day :)

 

 

navneetsau
Posted on September 11th 2013 at 5:08PM

What a brilliant article john. The ways and methods which you have mentioned here are exactly helpful to do appropriate customer service through social media. Many business doesn't take care about their audience and customer which is a bad experience and it will ruin their online presence and reputation. So listening to their customer is extremely important for a business.

workbooks
Posted on September 12th 2013 at 3:54PM

Guys, I'm very glad this topic has people nodding in agreement. Barbara, I agree - apologise but don't grovel. Social media is a great tool for customer service, so we should definitely be maximising its potential. Nelyeska - the HUG is one I haven't heard before - nice TLA!

Joakim Nilsson
Posted on September 12th 2013 at 5:02PM

It's a bit unfortunate that LinkedIn data is still unavailable for social media monitoring vendors.